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Protiviti

ALIGNING CX INSIGHTS TO THE BOTTOM LINE

Connecting CX insights to strategic priorities, enabling success through execution of actionable and impactful initiatives, and organizational alignment.

Protiviti is a leading business, data & analytics, and technology consulting firm with deep experience driving performance improvement for companies across industries and geographies.  Through our network of more than 70 offices in over 20 countries, we have served more than 60 percent of FORTUNE 1000® and 35 percent of FORTUNE Global 500® companies. Protiviti connects with clients to deliver solutions that are tactical and implementable, and customized for each client’s environment and culture.

MaritzCX and Protiviti achieve better results together

Speed and Exceptional Customer Experience Delivery

Two global organizations combining technology and services that together deliver solutions to align the enterprise around CX and drive change throughout the organization. With the depth of customer experience insights and breadth of execution capabilities, the synergy created between these partners brings the ability to scale services quickly and achieve an exceptional customer experience.

  • Accelerate CX scale
  • Roadmap to CX alignment and execution
  • Global CX platform and footprint
  • Highest quality management consultancy
  • Market credibility and recognition
  • Top partnership=more efficiency and results for customer

Customer Experience Audit (CX Audit) Approach & Methodology

Together, MaritzCX, Voice of Customer (VoC) experts and technology platform and Protiviti’s robust internal audit and business improvement capabilities bring a new approach to addressing emerging risks and identify trends based on customer feedback.

What is CX Audit?

Through numerous functions of an organization, customer experience is often baked into hundreds of day-to-day processes and activities. Within those areas lie key aspects of customer experience which impacts the overall business.

Customer Experience Audit: Areas of focus.

Protiviti has identified six key categories of focus in which organizations should look to review and assess, understanding both direct and indirect correlations of customer experience to the overall business structure. Through these key areas, management will be able to understand and garner customer insights and drive necessary change to keep up with market trends and demand.

  • Vision & Strategy
  • Manage Customer Services
  • Technology
  • Market Products & Services
  • Human Capital
  • Manage Business Capabilities

How do we audit CX?

Protiviti has targeted the following six phases and believes these are instrumental to understanding and evaluation company strategies and processes across the organization to better reflect alignment with customers.

  • Set Foundation
  • Assess & Identify
  • Select & Review
  • Sample & Test
  • Report
  • Change, Sustain & Monitor

MaritzCX